We stayed here over Thanksgiving break, parking was easy and getting in the building and in our room was easy too. The code was sent to us the afternoon we were to get in. We had a King room with bunk beds and it fit our family of 5 well. In the room it had a king bed, a loft twin bed and underneath that was a pullout sofa. The kitchen area was nice and the bathroom was good too, they provided soap, shampoo, and body wash. My only complaints are: the lock on the door is super finicky. It took us forever to get it to lock each time we left. It also had a faint smell of dog's. And the twin loft bed wasn't made when we got there and there were no sheets for it and only 1 extra pillow was provided.. Luckily we had brought a bunch of blankets with us and a couple pillows. Overall it was really nice, better than a hotel. I loved having a full size fridge and microwave and the kids loved the loft bed. They just need to fix their locks and make all the beds before the guests arrive and it would be 5 stars.

The only pro is the room is semi nice. The walls are very thin. I could hear people talking from the street. Customer service is near impossible to get ahold of. I would have never stayed here if I wasn’t forced to by the wedding I was in. They moved one wedding couple across the street without any notification. The couple showed up and was unable to access the room with their code.The hotel claimed it was because of maintenance. We later found out they put a random couple in the room (not part of the wedding).

I had the unfortunate experience of staying here for 3 nights. For those that don't know (like me), this is owned and run by the Home2Suites next door. I can confidently say that this is one of the worst hotel experiences I have ever had. Management did refund my stay (or said they will at least). When I arrived the first evening, the room code provided me did not work. To access customer service, you have to go next door, BUT you also need a hotel key to access the lobby. If you don't have that, you have to wait for someone who does. We had to change for an event in a friend's room. When we finally got access to the room at 9pm, it was 81 degrees. There were no linens on one of the 2 beds, and no extras anywhere. Not a single trash bag in the room, nor soap. Cockroaches in the corners as well. All of which weren't ideal with a baby, but whatever, they assured us they would fix it! Nope, by 1am it was STILL 79 DEGREES. We complained and were moved to a new room across the street. This next room also had no trash bags, no soap, and visible spills on the walls and floors of an unknown liquid. But whatever, it was 77 instead and we were tired. The next morning management couldn't care less and said "I don't know what you want us to do, we don't have any other rooms". They sent maintenance, who informed us that many of the AC units were old and broken, and that he had repeatedly let management know of this issue in the past. Right before heading to a wedding, the manager informed us that he had found us a new room! We didn't have time to move our items, but the manager gave us the room number and code. We returned late that evening to find that the manager had rented out our new room to someone else, and that we were expected to stay another night in a dirty, 80 degree room. We moved rooms at 2am to a family member's room and slept on the floor. Worth noting that 4 other people in the lobby were complaining of 80 degree rooms. To top all this off, two member of our group had their cars broken into in the parking lot which has no cameras or security. All in all, a horrible experience. I feel bad for William, the night shift manager, who tried his best to help but was dealt a bad hand by a horrible administration. I would pay twice as much to stay literally anywhere else. More like Hancockroach house.

I really wanted to love this place. I was in Louisville for surgery and needed a full kitchen and king bed, which is why I chose Hancock House. On the day of checkin, we hadn’t received our codes, so I started calling and emailing them a few hours before we arrived. They never returned my messages or answered the phone. Luckily some friendly people at the restaurant downstairs pointed us to a hotel across the street that they said was owned by the same company. The person at their registration desk was nice enough to log in and get us the codes, or we wouldn’t have gotten in because they never called or messaged me back. Once finally inside, I discovered that we were not in the room I had booked, and we had a queen size bed instead of a king. Again, I tried calling but to no avail. My 6’1” husband had to sleep on the couch! 3 days later and still no one has called me or messaged me back! Zero support or service, we were completely abandoned by this hotel!

We enjoyed our stay at Hancock house. The rooms were nice, comfortable bed, very clean and even came with some nice soaps in the bathroom. Parking is free and it’s located in the heart of NuLu so it’s close to lots of bars and restaurants, and about a 10 min walk to downtown. Only reason I’m giving it 4 stars is because we got locked out of our room half way through our stay when the code stopped working and couldn’t reach anyone by phone. I think they need to make it more clear that the hotel across the street can help you after hours because if I didn’t see that in the reviews here I wouldn’t have known. Other than that, the experience was great. I’d definitely go back next time we are in Louisville.

First of all, this place is adorable. Some of the reviews call it “charming” and that’s accurate. My room came at a good price, and it was well-appointed and very clean. BUT! I think their “invisible service” concept could work really well—but invisible shouldn’t mean absent. If you need anything, there’s no one there, and they don’t answer the phone. There was no soap in the shower when I checked in after a late flight. I gave them a call early in the morning to ask for some. No answer, no response to my message. I took a couple hours to go out for breakfast, came back, still no soap. I texted the number my room access info came from, and they said they’d send housekeeping. But housekeeping never came, or if they did it was in the final minutes before check-out time when I finally took my no-soap shower. Missing soap is no big deal, but what if it were something more urgent, like a broken toilet? It sorta seems like you’re on your own if anything goes wrong.

I booked a room for one night for myself, my husband, son, and dog about a month ago. I guess the first bad sign should have been that the hotel took my money and sent a confirmation, but did not respond to my email about paying the pet fee, but I assumed we’d get that worked out. When we arrived today about an hour after checkin time, we had still not received the code to enter our room nor could the hotel be reached after multiple phone calls during their stated customer service hours. I went across the street in desperation and learned that Hancock House had oversold, moved our reservation to the affiliated Home2 Suites across the street, and never notified us of this change, and still has not responded to my phone messages, now hours later. Had I not happened to go across the street, I would never have known that we had a place to stay (which, note: the Home2 is fine but is not the equivalent of the boutique hotel I paid for). Now reading the recent reviews, I can see this lack of responsiveness is a pattern. This place looked cute, but don’t reserve here, it’s not worth it. Edited to add: I ended up filing a complaint with the BBB, something I've never done before, because this whole situation was incredibly shady. I got the same outcome as another reviewer mentions below: "The BBB has made several attempts to resolve your complaint filed against the above-named business. Unfortunately we have not received a reply from this business. Your Better Business Bureau receives the cooperation of the majority of firms when working with customer problems. Sometimes however, we encounter a company that simply refuses to cooperate." The response also says, "However, please know that anytime BBB must close a complaint as "no response," the company is advised that continued failure to answer the complaint may have a negative impact on their rating with BBB." So, this is the outcome I wanted (not interested in getting money back, only interested in helping other people not getting charged when they don't have a place to stay and they don't know the hotel across the street is affiliated).

It was a great room & location. But we woke up to the AC not working. Called service line, stated they'd someone over to fix it. Got back to room, not fixed. Called again, was given a different room. AC worked, no toilet paper, & bathroom vent filthy.

This hotel is located in a great part of town with plenty of shopping, restaurants and bars in walking distance. The bed was extremely comfortable and the room was cozy. We checked in late at night, and when we arrived, there were no trash bags in the trashcans and no soap or shampoo in the shower. Wish the room had been fully stocked upon arrival as promised and our stay would've been much better! The hands-off approach is nice in theory, but if you need something it's really annoying to have to go across the street and hope that the staff at a different hotel has capacity to help you.

The Seafood Lady restaurant on the first floor turns into some sort of club at night. They started playing the LOUDEST music between 7:00 - 8:00 PM until after midnight. We first thought it was a neighbor playing loud music, but after about 15 minutes the bass started rattling the walls. Our room was on the 3rd floor and we traced the music to downstairs. We called the after hours number to complain and the guy said the restaurant has parties at night. If you want to get to bed before midnight, do not stay here.

This is above a private club that plays music so loud the floor vibrates on the third floor. The parking lot is full of those attendees. I was on the third floor and couldn’t sleep until 2am. Paper thin windows made is so I could hear every conversation of people hanging out three floors below.

Terrible expreince, won't be ever staying at one of these deskless hotels again. Door code didn't work, contact number on their website is disconnected, charged me for two rooms when i reserved one. Room is spacious but in rough shape, management here is a complete nightmare tondealnwith, no help whatsoever.

The Hancock House is gorgeous and well decorated. The atmosphere is relaxing and inviting. The room is well put together with a full refrigerator, dishwasher, dishes, microwave, and stove with an oven. The bed was comfortable and the sheets are luxurious.

ROOM 202 WARNING: The left side of the bed frame is broken. We discovered this after my husband slept horribly the first night. The toilet seat and bathroom door are broken. NO RESPONSE FROM MANAGERS after texting twice. Apparently, they only respond if you need a recommendation for a place to eat. The place is cute, there is serious potential! Minimal apartment accessories ( a sponge, dishwasher soap, a kitchen towel) would have been appropriate for a short stay. Would not recommend and will not return for these reasons.

I tried to cancel my reservation within the cancellation policy. Every time I called I was told someone needed to call me back. I’ve called 5 times with the same answer and no one has called me back. Update: called back during business hours 11/22 at 9:15 am and no one called me back…

Beautiful historic property renovated into very spacious (12' ceilings) apartments, featuring many modern amenities. The best part of this property is the amazing location in the heart of "Nulu" steps away from awesome food, art, and entertainment.

Horrible experience. Got the email with my code and check in time. Room was unlocked but filthy. Obviously a party in it the night prior, zero cleanup. Garbage all over the place, and it reeked of spilled drinks and B.O. Had to be put in a different room at the property across the street. Then, with zero communication, they didn’t process the billing for 4 months. Would stay literally anywhere else before I looked here again.

Best hotel I’ve ever stayed at! It is near really cool restaurants such as Bodeguita (half a mile away). This hotel is so cute and cozy, AND the staff goes above and beyond. Only a mile away from the Old Forester’s Paristownhall if you’re staying for a concert. I will absolutely be staying here in the future.

The water was quite cold the whole time. We stayed for 3 nights. We arrived around 5:30 and our room code wouldn’t work. My husband and I couldn’t get ahold of anyone to let us in. We had to call a nearby hotel and they somehow transferred us to someone to help us. They were quite rude and hung up on us once they got a code to work before we could ask any questions about it. The location was great because it was so close to good food and drinks. But the room we got did not look like the one we booked online. Overall it was fine but the lack of/severely lacking hospitality/service outweighed any redeeming qualities.

The place is nice and clean. It does have a nice atmosphere. However, the catch is the walls are made of paper and you can hear EVERYTHING in the building. People yelling, toilets flushing, baggage going up the stairs, helicopters flying over, planes landing, etc. I really wouldn't recommend it because there are literally hotels all around of the same quality but with walls that keep sound out.

This is my 2nd stay at Hancock House, with my visit being a year apart. I have to agree with others the the lack of communication is very aggravating. I needed to modify reservation and it took me 5 emails (none of which had a response) and many phone calls. When I was able to reach a real person, the connection and background noise from them made a conversation almost impossible. Good news was that I was able to cancel my 2 night trip and rebook for just a single night. My room had no remote for the TV, so I did retrieve one from the Hilton next door, altho it didn't work. I love the whole set up within the room, it was clean and had almost everything I needed. I did note there was not body wash in the dispenser in the shower. I was quite surprised when the fire alarm went off at 10 pm, apparently the partying LOUD upstairs neighbors didn't get the "no smoking" memo.(FYI... even weed will set off the alarm) I will probably stay here again, it's a great location for me to ride my bike from.

I was on the fence on staying here based on the manic reviews I'd read after booking. Seems like people love it or can not stand staying at this boutique hotel. I absolutely have no complaints. It was a very nice room. Plenty of space for my family with for kids with the pullout couch included in the queen suite. The location was perfect for our trip that was primarily to visit Kentucky Kingdom and only a few miles away. Seemed to be a lot of different restaurants close by, but most were closed fairly early on the Sunday night we stayed and we didn't get a chance to check much out. Only one issue was finding the wifi password. Home to Suites is across the street and is the sister property to HH. They helped me find out the password and suggested an area restaurant. Definitely will go back.

We had two rooms. The tv in one of the rooms did not work. When we called for assistance, we were given the number to technical support. After being on the phone for 20 minutes, the tv was working. After watching it for 10 minutes, it stopped working again. The other major complaint was the bed. We had a king size. One half was a comfortable mattress. The other half felt like a cot.

My husband and I were looking for a place in Louisville to stay for one night because I had an early medical appointment down in the area and I don't drive in the dark well, and we live an hour and a half away. We figured just for kicks we would try a contactless hotel experience. Would I do a contactless hotel again? Probably. Checking in was a little bit of a pain, we made a reservation for Hancock house through a third party booking site because better pricing. The third party site said to reach out 72 hours in advance before our trip and that was not possible because we booked it the day before we needed to be down there. We had also made arrangements to check in a little bit early, by a little bit I mean an hour-ish. We didn't get fully checked in until 3:00 which is their stated check-in time. Also of note, the building is not very accessible for those with physical issues. They do have an elevator, but we were only able to use that going down because of where it was positioned. They have one door that is meant mostly for deliveries I believe that is the one near the elevator. You can go out that door from Hancock house but you can't get in that door. Their parking lot is in the back of the building by the door that's meant for deliveries, so we had to walk around the building halfway to get to the main entrance. My husband and I were in a room on the second floor and going in was a right pain because he and I both have a lot of physical limitations. When they say loft, it's like a full suite. The room that my husband and I were in had a king bed with a twin bed that was a loft bed, a bathroom with a shower, a stove and oven, a refrigerator, and a small half size ish dishwasher. There were also dishes provided. I didn't see any pots or pans, but I wasn't particularly looking for them. As for food nearby, there is definitely a Subway within walking distance. There is a independent seafood type store diner thing right by Hancock house. Would I go to Hancock house again? Yes, but I would probably try harder to see that we get stuck on a ground floor room due to my physical limitations.

Pros: Room and hotel is stylish and bed was comfortable. Our rooms were close together and one was larger than we expected. Free parking. Slept great. Cons: Didn’t receive a check in email with codes. Called and the Codes we were given didn’t work at first. - No coffee condiments in our room. Main note: The place seems to be managed completely by the Home 2 Suites next door. If you have issues, they fix everything. Once we got in the room, we were good. If you get put on hold, it’s because they’re helping their own customers. Just walk over there. That being said, Hancock House could fix their check-in/code system and I would give it 5 stars.

Our family of five had planned to stay here on Oct. 18, 2021. Not only were the beds not ready for five people, but there were not enough linens in the closet to make the beds. When I phoned customer service, I was met with a very unprofessional-sounding guy. After going back and forth with him (he hung up on me to phone his 'GM'), I was told he did not have any linens on the premises. Thank God for Marriott, which is where we headed. Since then I have reached out via email and letter to request a refund. No reply and no refund. Do not waste your time on this place.